My River Island

Info & help

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There’s a problem with my order

We’re sorry to hear you’re having problems with your order, we’ve listed some questions below that you might find helpful:-

My order should have arrived but hasn’t

If your order has not arrived in time please follow the below steps:

  1. Click on the ‘My account’ tab at the top right of the page,
  2. Sign in
  3. Select the ‘My orders’ tab
  4. Select ‘View order’
  5. Click ‘Track order’.

You should now be able to see the order’s current status and full tracking history.

If you still need further assistance, please contact us (details below)

My order shows as delivered but I haven’t received it

Occasionally couriers may leave parcels in safe places or with neighbours, please check with all your nearest neighbours and any places you feel may be secure.

If you still need further assistance, please contact us.

Missing Item

If you are missing an item from your parcel please contact us and we will be happy to look into this for you.

Faulty Item

If you feel an item you received within the last 6 months has become faulty please take it back to your local store to be assessed.

Proof of purchase is not necessary but will be helpful if you still have it. If you do not, please provide an estimated date and price of purchase.

Faulty items can also be returned to our Distribution Centre, please see here for more details on returns.

Contact us:

If you still need assistance we’re happy to help, please have your 8 digit order number ready (if applicable) and contact us via:

Live Chat (available between 08:00 – 19:45 GMT, 7 days a week)

Or call our Customer Services team on 0344 576 6444 (available between 08:00 - 20:00 GMT, 7 days a week)

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